Zendesk specializes in consolidating communication channels, information portals and systems to simplify a customer service agent’s workload, thereby improving their productivity. Genesys specializes in multichannel customer experience and contact center solutions with best-in-class routing capabilities and voice self service – ensuring that inbound phone calls are routed to the right agent at the right time, increasing first call resolution and reducing transfers. The combination of these two powerful technologies provides clients with a unified multi-channel customer experience solution that can significantly improve your agents’ efficiency.

The Genesys and Zendesk solution goes beyond what any other voice partner has implemented with Zendesk. Genesys worked directly with the award-winning Zendesk designers to create a solution that seamlessly works inside the Zendesk console. When inbound calls are routed to specific agents based on their set skills and proficiency levels, the agent gets a screen-pop showing who the caller is and the history of interactions with the customer. This easily enables the agent to tailor the conversation with the customer – from greeting the caller by name, to assessing the probable reason for the call, to quickly resolving the problem at hand. By simplifying the job for the agent, the ultimate goal is easily achieved: to improve the multi-channel customer experience.

YouTube Channel

CATEGORIES

Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.